Complaints Procedure

How to make a complaint

Please email your complaint to will@medicalnegligenceconsultants.co.uk.

Include your name, contact details, a description of what happened, any relevant dates and what you would like us to do to put matters right. You do not need to use a particular form or legal language.

You can also contact us by telephone on 0800 612 4970 or write to Flybell Limited t/a Medical Negligence Consultants, G01, 9 Albert Embankment, London SE1 7HG. We will accept complaints made through these routes too.

What happens after you complain?

1. We record your complaint. We will identify the issues raised and consider whether we need further information.
2. We investigate. We review relevant records and communications and may contact you to clarify what happened.
3. We respond. We explain our findings, any steps we propose to take and, where applicable, your right to take the complaint further.

Where we can resolve an eligible complaint by the close of the third business day after receiving it, we may send a summary resolution communication. Otherwise, we will acknowledge and investigate the complaint under the applicable FCA complaints-handling rules. We aim to respond promptly and will keep you informed if our investigation takes longer.

When will I receive a final response?

For complaints subject to the FCA’s usual eight-week DISP time limit, we will send a final response within eight weeks of receiving the complaint, or explain why we have not yet reached a decision and provide information about any applicable Financial Ombudsman Service referral rights. Some complaints may be subject to different regulatory timescales.

Financial Ombudsman Service

If you are eligible and remain dissatisfied with our final response, or if we have not responded within the applicable regulatory time limit, you may be able to refer your complaint free of charge to the Financial Ombudsman Service.

Generally, an eligible complaint must be referred within six months of the date of our final response, although exceptions and other time limits can apply. Our final response will explain any relevant referral rights and deadlines.

Financial Ombudsman Service: www.financial-ombudsman.org.uk.

Complaints about a solicitor

If your concern relates to the legal advice or conduct of a solicitor we introduced you to, please contact that solicitor’s firm using its complaints procedure. You can still tell us about any concerns regarding our own service. The solicitor’s firm can explain the relevant escalation options, including the Legal Ombudsman where applicable.

Our company details

Flybell Limited trading as Medical Negligence Consultants
Company number: 09549090
FCA firm reference number: 836324
Registered office: G01, 9 Albert Embankment, London SE1 7HG
Complaints email: will@medicalnegligenceconsultants.co.uk
Telephone: 0800 612 4970

Medical Negligence Consultants is a claims management company, not a law firm.